Martin Oeding Email & Phone Number

Hamburg, Hamburg, Deutschland

Hamburgo Y Alrededores, Alemania

As the supervisor of a team of Agents and Senior Agents, I’m responsible of supervising the daily operation, coordinating all departments for a smooth handling of all ground activities, managing a team of up to 20 Agents and Contractors per shift.One of my key responsibilities is handling customer issues and complaints, ensuring outstanding customer satisfaction, while protecting company's interests. I analyse and handle anticipated operational problems as well as unforeseen circumstances, undertaking remedial action, to avoid inconvenience to customers or keep it to a minimum. Continuous monitoring of SLA's as well as employee performance, providing feedback when needed, are also part of my daily duties. I'm responsible for auditing contractors and investigating ground handling incidents or discrepancies. I have designed several cost control sheets for our station, including a new working hours reporting sheet, which later was implemented nationwide in all departments and airports, reducing the margin of error and easing up the work of the finance department.

Barcelona Y Alrededores, España

In 2008 successfully planned and implemented local operational procedures and assisted in the start-up of the station in Barcelona. I supervised and managed the daily operation ensuring compliance of all procedures and service level agreements, negotiated contracts with vendors and covered for the General Manager position when necessary (even months at a time).I was responsible of supervising and managing all departments, making safety and customer satisfaction the priority and also cross-trained the contract supervisors in all areas, to ensure the delivery of high quality service.As customer experience coordinator, I constantly monitored the station’s performance, implemented new strategies within the budget and presented the results to the division’s managing director and other stations in Europe and Asia. In the first quarter of 2011, BCN reflected significant improvements in nearly every area of our Customer Experience scores. (These scores are results of targeted passenger surveys).As head of the baggage services department, I worked closely with our ground handling agent, achieving during the 2009 - 2010 period a 46.20% YoY improvement of our baggage mishandling rate, placing BCN as number 1 within AA´s network worldwide.Other responsibilities: Motivate, supervise, and audit contractors.Interview and hire employees.Complaints Resolution Official (CRO)

Fráncfort Del Meno Y Alrededores, Alemania

In this role, I was responsible of supervising and coordinating all ramp activities including cargo planning, aircraft loading, catering, fuelling and baggage handling, always ensuring an effective communication flow between all departments.Assisting flight dispatch and load control in flight planning, monitoring local weather conditions, updating the Flight Operations System and briefing the flight crew were also part of my daily duties.Additionally I participated in the creation of the “new hire mentoring program” and the “employee development program”, working closely with HR and the station management. I was also involved in the interviewing and hiring process of candidates.Other responsibilities:Station operations and ramp trainer.Station safety coordinator.

Fráncfort Del Meno Y Alrededores, Alemania

Front line representative. Passenger service duties as check-in, ticketing, gates and baggage service.

Frankfurt Am Main Area, Germany

Dispatch and acceptance of freight, dealing with deadlines, following the safety procedures and ensure that the appropriate paperwork is forwarded to customs and the transporting airline.

Barranquilla, Colombia

Passenger profiling, passenger and cargo documentation check, positive bag-match, x-ray operator and aircraft search.

Business Administration, Management And Operations

Marketing Planning, Business Strategy, Corporate Finance, Working with and leading People, Business Decision Making, Human Resource.

Political Economy, General Management Economics, Investments Calculation, Accounting, Business Law

Bachiller Académico, Trilingual High School - Spanish, German, English

Trilingual High School – Spanish, German, English

Professional Trainings In Airline Operations And Aviation Management

People management, creative problem solving, business proposals, complaints resolutions, effective communication, GM fueling self audit.

Professional Trainings In Aviation And People Management

Managing performance, communicating with influence, managing flight disruptions, Emirates business world airport operations, aviation.